Customer Service Personnel at Tybitx Services International Limited

Job Description

• A dynamic group of companies with interests in branding, training, mentoring, and real estate is seeking a proactive Customer Service Personnel with strong leadership qualities.
• This role is ideal for an individual with a growth mindset, eager to develop skills in service delivery, task management, and client relations.

Key Responsibilities

• Lead Management and Assignment
• Serve as the primary contact for all inbound communications from potential leads.
• Qualify, categorize, and assign leads based on interest, ensuring they reach the appropriate department for follow-up.
• Maintain accurate and updated lead logs, tracking conversion and status.
• Complaint Management
• Receive, log, and track all client complaints via calls or emails, monitoring resolution timelines.
• Liaise between clients and relevant departments, ensuring swift responses to issues.
• Collaborate with HR and department heads on escalated complaints, ensuring client satisfaction.
• Email and Communication Management
• Acknowledge all incoming emails within 15 minutes, providing clients with prompt confirmation and next steps.
• Document all client interactions in communication logs, ensuring transparency and consistency.
• Manage follow-up emails to support clients throughout the service process.
• Coordination with Front Desk
• Assign specific tasks to the Front Desk team, including cold calling and lead follow-up.
• Regularly review reports from the Front Desk, offering feedback and guidance.
• Oversee the quality of client interactions at the Front Desk, ensuring high service standards.
• Performance Reporting
• Compile daily and weekly reports on lead generation, complaint management, and client interactions.
• Identify trends in client inquiries and suggest service improvements.
• Continuous Improvement
• Participate in training sessions to enhance customer service skills.
• Stay updated on all company products and services to provide accurate information to clients.

Job Requirements

• Education Level: BSc in Business Administration, Personnel Management, or a related field
• Experience: 3-5 years in a similar role
• Age Range: 23 to 35 years

Skills:

• Strong leadership and task management
• Fluent and excellent communication abilities
• Proactive and customer-focused approach
• Excellent multitasking skills